Customer Service Analyst

Responsibilities

• Resolve customer inquiries and requests via chat, email, and phone
• Navigate established processes to close cases efficiently and escalate when necessary
• Identify recurring customer problem patterns and share actionable insights
• Adapt communication style and tone to unique customer needs
• Collaborate with teams to meet operational objectives and service levels
• Participate in training regarding products, policies, and tools

Requirements

• Experience in customer service (retail, hospitality, support, etc.)
• Proven clear, empathetic, and adaptable written and verbal communication skills
• Ability to follow structured processes with precision and flexibility
• Ability to identify root causes and find effective solutions
• Comfort with rotating shifts and operational flexibility

Preferred Qualifications

• Experience handling complaints or escalations in fintech or financial services
• Familiarity with CRM or support platforms (Zendesk, Salesforce, Freshdesk)
• Basic data skills including report reading and metric tracking

Benefits

• Extended maternity and paternity leave
• Life insurance and major medical expenses insurance
• Dental and vision insurance
• NuCare mental health and wellness program
• Nucleo learning platform
• NuLanguage language program
• 30 days of Christmas bonus (Aguinaldo)
• 17 days of paid vacation with 25% vacation premium
• Gym agreement
• Grocery and food cards
• Work from home subsidy
• Parenting consultancy
• Relocation package (if applicable)

About the Company

Nu is one of the largest digital financial platforms in the world, with over 127 million customers in Brazil, Mexico, and Colombia. Listed on the NYSE (NU), we combine proprietary technology and data intelligence to offer simple, accessible, and human financial products.